ACD / UCD
5
ACD Help
While on a call in progress, the Agent presses their
preprogrammed HELP flexible button and the following
occurs:
Confirmation tone sounds. Agent’s HELP button
illuminates if a supervisor is logged into their ACD
group. If no supervisor is logged in, agent receives error
tone and HELP button does not illuminate.
ACD supervisor station receives Help message when an
ACD member in the same group initiates a Help
request. The function also sends Camp-On tone to
speaker of supervisor’s keyset. Help message takes
precedence over other messages and can be cleared by
the supervisor by pressing their HELP button.
At the time the supervisor receives a Help request, they
can press their HELP flexible button followed by the
override feature button to bridge onto the ACD group
member’s call. The HELP button places an intercom call
to the station requesting Help. Help message clears
after the supervisor's HELP button is pressed. Help
message also clears if the agent was on a call and went
back on-hook before the supervisor could respond. In
this case, Help message converts to a message wait
indication. The agent can also clear Help request by
pressing their HELP button a second time.
❑
Flex
Btn
